ITIL® and IT Service Management Certification
There are currently four levels of ITILv3 qualification available, these are:
Diagram of ITILv3 Certification Scheme:
This interactive diagram links directly to the official study material for each component of the certification scheme.
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ITIL (Information Technology Infrastructure Library®) is supported by a comprehensive certification scheme for professionals. As of June 2007 the APM Group became official accreditor for the ITIL exams, offering and administering the ITIL exams through Examination Institutes, such as ISEB, EXIN and CSME.
The ITILv2 qualification scheme is being phased out during the course of 2010, and will be totally withdrawn by the end of the year. ITIL professionals with a V2 certificate will still be able to convert their qualifications using a Bridging course and passing the relevant exam. Bridging courses for both Foundation and Manager levels of the ITILv2 qualification scheme can be bought online via the IT Governance online store.
This page has full details about the distance learning options, study guides and other aids for the four levels of ITIL qualification. Read more about the full range of ITIL Classroom Training.
ITILv3 Foundation Certificate
The ITIL Foundation certificate is the introductory qualification for IT service management according to ITIL. The Foundation syllabus covers the terminology, processes and concepts of ITIL, giving those who attend a Foundation course a good grounding in the ITIL principles.
The Foundation exam itself consists of 40 multiple choice questions, 60 minutes (1 hour) is the duration allowed for taking the exam. It can be taken online or through an examination centre. Examination centres are located worldwide, and you can purchase a voucher online, which can be redeemed online to book your exam.
This certification provides 2 credits toward your ITIL Expert certification.
The ITILv3 Foundation exam is a 60-minute, multiple choice, 40-question exam. The exam is closed-book. In order to pass the exam you must score 65% or more (26/40).
ITILv3 Foundation Study Guides and Aids:
There are a number of study guides and textbooks available for those taking the ITILv3 Foundation exam. These include ITIL V3 Foundation Handbook, Second Edition. This pocketbook highlights much of the key information that you must comprehend in order to pass the exam at your first attempt, plus it is endorsed by itSMF, the industry body for the IT service management industry.
Furthermore, TSO, the Official Publisher of ITIL books, have provided extra guidance in the form of Passing the ITIL Foundation Exam, Second Edition for those who prefer to study using a full book rather than a pocketbook. This book has the added benefit of coming with practice questions. It is available as both a softcover (paperback) book, as well as a Mobi eBook. This guide is also recommended study guide for those taking the Foundation Bridge exam.
One of the classics works for those undertaking ITILv3 Foundation studies is Foundations of IT Service Management based on ITIL V3. This book is used by thousands of course delegates each year to support their ITIL Foundation studies (available as book softcover and eBook).
If you would like some practice questions in order to identify gaps in your knowledge prior to taking your exam, BCS (British Computer Society) have now launched a new series of titles specifically for ITIL students. Part of this series is IT Service Management Foundation Practice Questions: For ITIL V3 Foundation Exam Candidates.
A comprehensive route for those looking to study just using books for the Foundation exam is available in the form of the ITIL Foundation Exam Starter Kit. This kit of books includes many of the ITILv3 study and exam aids, including Foundations of IT Service Management based on ITIL V3, Passing You ITIL Foundation Exam, Second Edition and much more.
ITILv3 Foundation and Foundation Bridge Distance Learning:
It’s often difficult to find the time to take a classroom course due to personal or work commitments, fitting in time to take a course can often be a very onerous task. Using a distance learning or eLearning course is often a pragmatic solution.
IT Governance have trawled the world of ITILv3 Foundation and Foundation Bridge distance learning and eLearning courses so you don’t have to, we only offer the best, accredited courses for your ITIL studies.
For your convenience, we offer a computer-based course that either includes or excludes the Foundation exam fee. This enables you to purchase the course and study at your own pace. You can then purchase an exam voucher at a later date allowing you to book your exam online without the fear of your exam voucher expiring.
The computer-based Foundation training courses above have the added bonus of coming with a copy of the ITILv3 Process Model – a graphical reprensentation of the ITILv3 process flows – plus a copy of IT Service Management based on ITIL V3: A Pocket Guide.
For those who have the V2 Foundation certificate and want to convert it to the ITILv3 Foundation certificate, we offer an online course (6-month online access) that enables you to do your Foundation Bridge studies at a time, place and pace that suits you. You can also pay for your exam online.
ITILv3 Intermediate Certificates:
The Intermediate qualifications assess an individuals ability to assess and apply the concepts of ITIL. The qualifications are organised around two streams, which are:
- Lifeycle stream – this is organised around the five core ITIL publications in the ITIL Lifecycle Publication Suite. It allows individuals to gain knowledge within the ITIL
- Service Lifecycle - By completeing a Lifecycle stream course you gain 3 credits toward the ITIL Expert certification.
The five qualifications that make up the Lifecycle stream are:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Capability stream – the Capability stream is built around four practitioner-based clusters. Each of which allows individuals to gain knowledge around specific processes and roles. Upon completing the relevant Capability stream course, you will receive 4 credits toward your ITIL Expert certification.
The Capability qualifications are:
- Planning, Protection and Optimisation
- Service Offerings and Agreements
- Release, Control and Validation
- Operational Support and Analysis
Qualifications from each stream count toward your ITIL Expert certification (you can take courses from either, or both, streams).
Upon amassing 17 credits toward the ITIL Expert qualification, it is necessary to progress on and take the mandatory Managing Across the Lifecycle course and pass the corresponding exam. This is in order to gain the final points needed for the ITIL Expert certification.
The ITILv3 Intermediate exams are 90-minute, multiple choice, 8-question exams. The exam are closed-book. In order to pass any of the exams you must score 70% or more (28/40).
ITILv3 Intermediate Study Guides and Aids:
The key guides for Intermediate studies for the Lifecycle stream qualifications are the books in the ITIL Lifecycle Publication Suite. Each of the five core books, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement, are the recommended study materials for the corresponding Lifecycle stream qualification of the same name.
TSO are currently in the process of launching a series of pocketbooks to aid individuals with their ITILv3 Capability stream studies. These pocketbooks titles, again, correspond with the name of the exam they cover. The two currently available at the time of writing (Q2 2010) are:
- Operational Support and Analysis ITIL V3 Intermediate Capability Handbook - (Single Copies)
- Release, Control and Validation ITIL V3 Intermediate Capability Handbook (Single Copies)
These two handbooks are also available in packs of 10, enabling you to procure each of your ITSM team with their own copy so that the can undertake ITIL Intermediate training.
One study guide that should be essential reading for anyone taking either a Lifecycle or Capability stream course is Passing Your ITIL Intermediate Exams (available as softcover and PDF. This title covers the key competencies that you’ll need to comprehend in each of the exams. It also offers advice and guidance on how to prepare in the correct manner.
For individuals studying for one of the Intermediate exams, but who took the Foundation exam several years ago, this title has the added benefit of offering quick recap of the key information they will heave learnt when studying for the Foundation exam.
If you would to prefer to procure a cost-effective and comprehensive set of books for your Foundation to Intermediate studies, we offer our ITIL Complete Certification Kit. This includes many of the essential books you’ll need to gain at least up to Intermediate-level certification.
Further guidance on which are the right books for your ITIL Capability stream studies is provided in the table below.
| Course / Qualification | Minimum recommended to be supplied with the training course |
Additional Recommended Reading | Additional Refernce / Pocket Guides |
|---|---|---|---|
| Service Offerings and Agreements (SOA) | ITIL Service Strategy ITIL Service Design |
Passing your ITIL Intermediate Exams | Key Element Guide Service Strategy Key Element Guide Service Design |
| Release, Control and Validation (RCV) | ITIL Service Transition ITIL Service Operation |
Passing your ITIL Intermediate Exams | Release, Control and Validation ITIL V3 Intermediate Capability Handbook |
| Operational Support and Analysis (OSA) | ITIL Service Operation ITIL Continual Service Improvement |
Passing your ITIL Intermediate Exams | Operational Support and Analysis ITIL V3 Intermediate Capability Handbook |
| Planning, Protection and Optimization (PPO) | ITIL Service Design | Passing your ITIL Intermediate Exams | Key Element Guide Service Design |
ITILv3 Intermediate Distance and eLearning:
IT Governance has assembled a range of accredited eLearning courses for the Intermediate exams. Each of these courses is delivered online and you are able to access each course for a period of 90 days. The courses are available fromn the IT Governance online store:
Lifecycle Stream Courses:
- ITILv3 Certification Service Lifecycle - Service Strategy Online Training (90-Day Online Access)
- ITILv3 Certification Service Lifecycle - Service Design Online Training (90-Day Online Access)
- ITILv3 Certification Service Lifecycle - Service Transition Online Training (90-Day Online Access)
- ITILv3 Certification Service Lifecycle - Service Operation Online Training (90-Day Online Access)
- ITILv3 Certification Service Liefecycle - Continual Service Imprv Online Training (90-Day Online Access)
Capability Stream Courses:
- ITILv3 Certification Service Capability - Release, Control & Validation. Online Training (90-Day Online Access)
- ITILv3 Certification Service Capability – Operational Support & Analysis. Online Training (90-Day Online Access)
- ITILv3 Certification Service Capability - Service Offerings. & Aggreements. Online Training (90-Day Online Access)
- ITILv3 Certification Service Capability – Planning, Protection & Optimisation. Online Training (90-Day Online Access)
ITIL Expert Certificate
The ITIL Expert certificate is automatically awarded to those who have achieved a total of 22 credits. The 22 credits have to include credits from the mandatory Foundation and Managing Across the Lifecycle units.
Gaining the ITIL Expert certification demonstrates an individual’s superior knowledge of the ITILv3 Service Lifecycle in its entirety.
For those looking for a flexible way to gain their ITIL Expert certification, bar attaining the necessary credits from the Managing Across the Lifecycle course, you can now purchase a 90-day online subscription from the IT Governance online store for a Managing Across the Lifecycle eLearning course. http://www.itgovernance.co.uk/products/2549 You can also pay for your Managing Across the Lifecycle exam online http://www.itgovernance.co.uk/products/2598.
The ITILv3 Managing Across the Lifecycle exam is a 90-minute, multiple choice, scenario-based, 8-question exam. The exam is closed-book. In order to pass the exam you must score 70% or more (28/40).
ITILv2 Manager to ITILv3 Expert Bridge Certificate
If you have an ITILv2 Manager certificate, you can take the ITILv2 Manager to ITILv3 Expert Bridge exam. This enables you to attain the ITIL Expert certification in a straightforward manner by simply bridging the gap between the qualifications.
Available from the IT Governance online store is an online course (90-day subscription) that enables to study for the Bridging exam at a time, place and pace that suits you. Not only that, you can even pay for your Bridging exam fee online at the IT Governance online store.
For those looking for a study guide for this qualification’s examination, The Manager's Bridge Certificate in IT Service Management: A Guide for Exam Candidates is the ideal source of the information needed to pass the exam.
ITIL Master Certificate
At the current time of writing, (Q2 2010), the ITIL Master qualification is still in the process of being finalisaed. It is envisaged that the syllabus for this will be ready during the course of 2010.
Candidates who gain the ITIL Master certification will be able to demonstrate their high level of skill and knowledge in the field IT service management.
